JOB OVERVIEW
The Customer Success Manager (CSM) ensures customers are on boarded onto the Company platform effectively, and their Dental Practice is setup for success leveraging everything that the platform provides.
MUST HAVE EXPERIENCE
❖ Minimum of 5 years in US Dentistry
❖ Minimum of 1 year managing a Dental Practice end to end (Office Manager)
❖ Working with clearing houses, electronic eligibility & claims, ERAs
MUST HAVE EXPERTISE
❖ Minimum of one Dental practice management software
❖ Revenue Cycle Management
❖ Key Performance Indicators (KPIs) for Dental Practices
❖ All job functions and workflows at a Dental practice MUST HAVE PROFESSIONAL ATTRIBUTES
❖ Fast Learner.
❖ Concise and Precise in communications.
❖ Tech Savvy Problem Solver.
❖ Team Builder and Motivator.
❖ Passionate about working in teams and serving customers.
CSM - KEY RESPONSIBILITIES
➢ Ensure new customers have a solid foundation with respect to setup and configuration.
➢ Ensure Key personnel at the customer end are trained.
➢ Ensure new customers adopt recommended Standard Operating Procedures, & Best Practice Workflows, at their dental practice.
➢ Define, Track and Monitor Customer health with regards to:
Product Feedback, Customer support interactions, Key Performance Indicators (KPIs) for business success
➢ Ensure the best possible customer experience at all times.
Subject Matter Expert (SME) & Team Enabler
➢ Serve as SME for recommended best practices and Key Performance Indicators for Dental Practices. ➢ Create and promote a learning environment.
➢ Help develop competency improvement training and assessment programs for the team.
➢ Help improve the policies and procedures that enable efficient customer success management. ➢ Handle escalated customer support situations that require expert involvement.
Collaborate in a Globally Distributed Technology Company
➢ Collaborate with a globally distributed team of Level 1, Level 2 and Level 3 technical support team to enable efficient customer support.
➢ Collaborate with external vendors and partners to obtain speedy resolutions to customer concerns.
➢ Collaborate with a globally distributed Product Engineering team to bring about the most sought-after product changes for our customers.
➢ Collaborate with the Product Management team to ensure the product roadmap meets all relevant customer and industry needs.
